No phone service

[Swade1]

We had an internet service issue in our area on Friday 7 October. The service was up and running by the afternoon, but my phones are now showing "please check phone connection". The phones are over IP and connected to the Hub and I have registered the phones and rebooted the Hub, but still have no connection!

[Paul_DN]

Hi Swade1,

Thank you for reaching out to us in our community and welcome, sorry to hear your phones have stopped working since we did some work in the area.

I was able to locate you on our system with the details we have for you and cannot see any issues which may be causing this, have these phones worked successfully previously, have you tried a different phone?

Regards

Paul.

[Swade1]

The phones were working on Thursday night, but stopped after the internet issues. I do not have any other phones to test the service.

[Paul_DN]

Hi Hi Swade1,

Thank you for confirming this, I will be more than happy to invite you into a private chat so I can run further checks and send a technician if required, if when they arrive it is down to your equipment there will be a £25 callout charge.

I will send you an invite shortly, once received please click on the purple envelope to accept.

Regards

Paul.

[Swade1]

Ok thanks

[Paul_DN]

Hi Swade1,

Thanks for coming back to me via private message to confirm your information. 
I have booked you in for the next available appointment. To view this please sign in to your Online Account, once you log in scroll down to Orders & appointments then click on View your orders. 
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 
Lets us know how the appointment goes.
Regards
Paul.